Holiday Inn Express & Suites Memphis/Germantown by IHG

Reviews

• PH

  Pamela Harris

  Apr 26, 2026
  5.0
  From the moment I walked in, the front desk staff made me feel welcome and taken care of. They were friendly, patient, and quick to help with anything I needed, which made check-in and the whole stay feel smooth and stress-free. One thing that stood out the most was how kind and attentive the housekeepers were. My room was always clean, fresh, and well put together every day. It’s clear they take pride in their work, and that really made a difference in how comfortable I felt during my stay. Small details like fresh towels and a tidy space made it feel more like home. The breakfast was also a highlight. There were plenty of good options to choose from, and everything tasted fresh and satisfying. It was the perfect way to start the day before heading out. Overall, between the excellent service, clean rooms, and good food, I would definitely recommend this hotel to anyone visiting Memphis.
• JJ

  J'niya Johnson

  Apr 26, 2026
  1.0
  Me and my family booked here where the staff was unhelpful and rude. Despite being quoted $202.74 over the phone (confirmed by a front desk employee named Chris), $315 was taken from my mother's card. Chris repeatedly stated that only his general manager could reverse the payment, but my general manager informed us that Chris could set it to 0 to reverse it. The staff was uncooperative in reversing the payment, and the hotel manager responded poorly to the Google review my mother made prior explaining her stay and falsely claiming her card was fraudulent. However, Chris processed the payment over the phone without asking any questions. I find it very disrespectful that you’re quoting training when this is how you respond back to guests…
• KB

  K B

  Apr 26, 2026
  1.0
  The manager is veerrryyy rude and biased. He saw my name on a reservation along with the reason for the stay and he instantly got upset. The reservation was for my niece which is 10years old. She wanted to hang out with a couple of her friends. Sir you don't have to be rude and you can not treat people like they've done something because of past trauma you may have... From other guests. I don't recommend this property. I've never been treated so poorly by a "manager".
• MM

  MzJJ

  Apr 25, 2026
  1.0
  I had the worst experience with this hotel. My family and I booked a room with this hotel on line ( keep in mind of member actually works for the hotel chain). First our reservation was canceled. The front desk stated we canceled but we had just confirmed the reservation that morning. Then was told we had to pay a $50 deposit. We explained that because the family member works for the chain ( the added perk was no deposit). Even showed the screenshot. Then Chris said he didn’t know what to tell us. Well one part of our family was charged $500 for two nights when we had already booked for $175 for 2nights ( again a perk of the family member who works for the chain). We went online to Rebook through the website. Again paid was charged an $150 for incidentals that wasn’t on the employee website or was mentioned when we went to pay. Didn’t mind paying had a planned ahead for it. The charge went through 2x which left me unable to use my card. I asked Chris ti just cancel the hotel and refund my money so I could just use my points. He explained that he couldn’t and the GM wouldn’t be in till 6:30 in the morning. O asked if he could call ( this was 8:30 PM) he stated no, it was to late and they can’t call that LATE unless it’s a fire! Chris basically said it is what its. And you should have know about the $150 incidental charge. I explained that we were told by 1-800 number that the incidental charge would be $20 a night and that was what we planed for not $150. He said oh well, you should have read to website. Going forward this location needs to let the guest know before arrival that there is $150 charge versus the same hotel brand charging $20-$40 per night. Then main customer service number needs to know the incidental charges for each night and Chris needs to be trained on how to be helpful instead of standing outside smoking. In reponse to the hotel saying I used someone else card! Who card will I use by mine, since yall check that type of stuff. Plus how would I have proof if it was somebody else car! Stop trying to make your guest look bad and just own up! Since you say the card wasn’t authorized I’m posting that picture of the charge. See you said READ. Beware of that what you posted is FRAUD and a complete lie! Hotel may do things differently but customer service should be the same across the board! Since you’re part of a hotel chain, consistency should be across the board! Never said I was the person who worked for the company. I said someone in the group. From the manager response I can see why the stuff at this hotel the way it is. Be beware before staying there.
• CC

  Carol

  Apr 20, 2026
  5.0
  Best hotel in Germantown and greater Memphis. We have been visiting family in Memphis for over twenty years and this has been our favorite hotel. It’s modern, extremely clean, great attention to detail and friendly accommodating staff and management. The beds are very comfortable and the rooms have great lighting and device charging options. Breakfast is free has a wide variety of choices. There’s a grind your own beans on demand for coffee that is available 24/7. The owner/managers are visible and involved which is probably why it’s such a good hotel. In the last four years, they’ve kept the same front desk staff. That speaks volumes. It’s like coming home. Thank you!

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